Skills for Work: Customer Service
Mae disgrifiad y cymhwyster yn Saesneg yn unig, gan ei fod wedi ei gymryd o fanyleb Saesneg CBAC.
Customer service is a 20 hour Skills for Work unit, from Entry 1 to Level 2, about good customer service, its benefits to a business, communicating with customers and teamwork. It is one unit that learners combine with other 10 or 20 hour units into a Skills for Work, or Skills for Life and Work, Award, Certificate or Diploma. Literacy is the heart of the unit: learners explain and discuss customer service, show verbal and non-verbal communication in role play, adapt their style to different customers, handle complaints at Level 2 and read case studies. Numeracy demand is low, as no criterion asks for any calculation or data.
- Corff dyfarnu
- CBAC
- Lefel
- Entry Level 1 to Level 2
- Oriau dysgu dan arweiniad
- 20
- Addysgu gyntaf
- Medi 2027
- Faint o waith llythrennedd
- Uchel
- Faint o waith rhifedd
- Isel
- Pecyn uned
- Agor y pecyn cyflwyno ac asesu
Sut mae'r uned hon yn cael ei hasesu
- Entry Level (Entry 1, Entry 2, Entry 3): Three learning outcomes (know what good customer service is, communicate with customers, work as part of a team to provide customer service), with separate assessment criteria at Entry 1, Entry 2 and Entry 3. Evidence goes in a portfolio, internally assessed by the centre and externally quality assured by WJEC. 20 guided learning hours.
- Level 1 and Level 2: Three learning outcomes (understand how to deliver excellent customer service, communicate effectively with customers in various scenarios including complaints, understand the importance of teamwork), with separate assessment criteria at Level 1 and Level 2. Evidence goes in a portfolio, internally assessed by the centre and externally quality assured by WJEC. 20 guided learning hours.
Sgiliau sy'n defnyddio Strategaethau darllen
-
Reading customer service case studies and scenarios
The unit overview says learners use their reading skills on case studies and scenarios, and annotated case studies and scenarios are listed as possible evidence. This reading is taught to support the criteria at every level rather than assessed as reading in its own right.
Llythrennedd: Strategaethau darllen, Deall, ymateb a dadansoddi
Paratoi disgyblion
- Blwyddyn 7
- Pupils read a short scenario about a customer in a shop and highlight what the assistant did well in one colour and badly in another.
- Blwyddyn 8
- Pupils skim a one page case study about a cafe that lost customers and pick out the three main reasons, writing them as bullet points.
- Blwyddyn 9
- Pupils annotate a case study about a company's complaint handling, summarising the causes and consequences of the problem and what the business changed.
Dangos geiriad y fanyleb a datganiadau'r Fframwaith Llythrennedd a Rhifedd
Ble mae yn y fanyleb: Unit overview, Integral and cross curricular skills, page 4; Sources of evidence, page 13
“will use their reading skills when reading case studies and scenarios”
Cam cynnydd 3
Rwy'n gallu defnyddio ystod o strategaethau er mwyn dod o hyd i wybodaeth, e.e. cip ddarllen (sgimio) am yr hanfodion, llithr ddarllen (sganio) am fanylion.
Rwy'n gallu dangos fy mod yn deall y prif syniadau a manylion pwysig mewn gwahanol destunau ar yr un pwnc a'u defnyddio.
Cam cynnydd 4
Rwy'n gallu defnyddio ystod o strategaethau, e.e. darllen cyflym, darllen agos, anodi, rhagfynegi, i gip ddarllen (sgimio) testunau i gael yr hanfodion, y syniadau a’r themâu allweddol, a’u llithr ddarllen (sganio) am wybodaeth fanwl.
Rwy'n gallu crynhoi, cyfuno a dadansoddi gwybodaeth er mwyn magu dealltwriaeth fanwl, e.e. o achosion, canlyniadau, patrymau, gan ddefnyddio gwahanol ffynonellau.
Da gwybod
- The unit codes are S655E1, S655E2, S655E3, S655L1 and S655L2, and the unit is 20 guided learning hours in the Skills for Work suite (Unit overview, page 3).
- Spelling and presentation are not judged: "Assessor judgements should focus on meeting the standard, not spelling or presentation unless specifically assessed." (Sources of evidence, page 13).
- Long writing is not needed: "extended written work is not required unless appropriate" (Sources of evidence, page 13), so oral and role play evidence, recorded or observed, can meet the criteria.
- No special equipment is needed: "Assessment of this unit should not require any specific resources." (Resources required for assessment, page 14).
- Suggested assessment tasks are optional: "These tasks are not mandatory." (Skills for Life and Work specification, section 4.1, page 18).
- AI use must be acknowledged. Properly referenced AI use "can be acceptable", but "Copying or paraphrasing whole responses of AI-generated content" is malpractice (Skills for Life and Work specification, section 4.6, page 21).
- There is no numeracy in the criteria. Appendix A of the specification maps the unit to Literacy only among the integral skills (page 29).
Cysylltiadau â chymwysterau eraill
Customer service builds the speaking, listening and explaining skills of GCSE English Language and Literature in a work setting, and links closely with VCSE Retail and Customer Service and Foundation Retail and Customer Service, where communicating with customers and handling complaints are covered in more depth. VCSE Hospitality and Catering, VCSE Travel and Tourism and VCSE Sport and Leisure also involve serving customers, and GCSE Business covers why reputation and customer loyalty matter. Role play links with GCSE Drama. The pack names Fairness and inclusion in the workplace, Rights and responsibilities in the workplace, Understanding the changing labour market, Working in Wales and Wellbeing and work as closely related Skills Suite units, and Teamwork links through LO3.
Ffynhonnell: WJEC Customer service unit delivery and assessment pack, read with the WJEC Entry 1 to Level 2 Skills for Life and Skills for Work specification, approved by Qualifications Wales, teaching from September 2027 (© WJEC CBAC Ltd 2026).